Warranty & Claims
Warranty and shipping claims, repairs and supplier recovery — down to the component.
1What type of product?
Select the product category for this warranty claim:
2Tent Condition Assessment
What best describes the issue and overall condition?
2Pole & Chair Issue Assessment
What caused the failure?
2Pad Purchase Timeline
When was the pad purchased?
3Pad Issue Type (0–3 Years)
What’s the nature of the problem?
3Pad Condition (3+ Years)
Can the pad be repaired?
4Pad Repair Option
Based on photos, is this pad repairable?
4Pad Repair Option
Based on photos, is this pad repairable?
2Electronics Timeline
When was it purchased?
3Electronics Issue (0–3 Years)
What’s wrong with the unit?
3Electronics Condition (3+ Years)
What happened?
2Accessory Issue Type
What happened to the accessory?
Approve: Component Replacement
Qualifies as a warranty defect. Gear is healthy and issue is localized.
- Tag ticket: warranty_defect
- Replace affected component (rain fly, poles, stakes, tent body, etc.) — no cost to customer
- Document: product, failure type, component sent
Offer: Loyalty Discount
Tent has reached end of usable life. Not a defect, but we can help them get back outside.
Discount info: Discount: 25% off same/equivalent tent (up to 35% for exceptional loyal-customer cases).
- Tag ticket: crash_replacement
- Explain gear is end of life, not covered as defect
- Offer 25% off (or up to 35% for longtime customers)
- Document: discount %, reason
Offer: Loyalty Discount (If Appropriate)
Clear user damage, not a defect. Assess if a loyalty discount is appropriate.
Discount info: If offering the loyalty discount: 25% off (up to 35%). Only if: Legitimate accident, reasonable customer, not abuse
- Tag ticket: crash_replacement (or not_eligible if severe abuse)
- If legitimate accident: offer the loyalty discount. If clear abuse with no remorse: politely decline.
- Document situation and decision
Approve: Component Replacement
Structural failure under normal use — warranty defect.
- Tag ticket: warranty_defect
- Replace the failed part from stock; the whole item only if several parts failed
- No cost to customer — document failure type and what was sent
Offer: Loyalty Discount
Damage from impact/misuse — not covered as defect.
Discount info: Discount: 25% off same/equivalent item (up to 35% for exceptional cases)
- Tag ticket: crash_replacement
- Explain damage is from impact/misuse; offer the loyalty discount if situation is reasonable
- Document: discount %, reason
Approve: Free Repair or Replacement
Clear defect within 3-year window.
- Tag ticket: warranty_defect
- Ship replacement pad at no cost; log defect details
Offer: Paid Pad Repair Service
Damage from use but appears repairable. This is a paid repair service.
- Tag ticket: pad_repair
- Confirm in writing this is paid repair, not warranty
- Service includes: one-time $20 repair fee, prepaid label to us, dunk tank leak detection, repair, pressure test, and return shipping
- If non-repairable when it arrives: explain why, offer the loyalty discount on a new pad
Offer: Loyalty Discount
Pad too damaged/worn to repair.
Discount info: Default discount: 30% off new pad. Up to 40% off if: pad is clearly old/heavily used AND prior repair attempt didn’t hold or pad is beyond safe repair
- Tag ticket: crash_replacement
- Explain pad is beyond repair/end of life; offer 30% off (or 40% for exceptional cases)
- Document: discount %, reason
Approve: Replacement at No Cost
Clear defect within 3-year window.
- Tag ticket: warranty_defect
- Send replacement at no cost; log defect details
Offer: Loyalty Discount (If Appropriate)
Water damage or impact — not covered as defect.
Discount info: Default discount: 20% off new electronics. Up to 25% off: loyal customer, reasonable situation, non-abusive use
- Tag ticket: crash_replacement or not_eligible
- If legitimate accident: offer the loyalty discount. If reckless: politely decline.
- Document: discount %, reason
Offer: Loyalty Discount
Old unit wore out naturally. Outside defect window.
Discount info: Default discount: 20% off new electronics (up to 25% for exceptional cases)
- Tag ticket: crash_replacement
- Explain unit is outside warranty window; offer the loyalty discount
- Document: discount %, reason
Approve: Replace the Accessory
Clear structural failure in normal use — covered under warranty.
- Tag ticket: warranty_defect
- Replace accessory at no cost; log defect details
Cosmetic Wear — Not Covered
Cosmetic issues and minor wear aren’t defects.
- Explain cosmetic wear isn’t covered under warranty
- Optional: offer small goodwill discount (15%) if it feels right
- Document any goodwill gesture
Lost Items — Not Covered
Lost or misplaced items aren’t warranty issues.
- Explain lost items aren’t covered; for very low-cost items: can send free as goodwill
- For higher-value items: offer small discount (15%) or share pricing
- Document any goodwill as such, not warranty
Third-Party Products
Third-party items are covered only by the manufacturer’s warranty, even when we sold them.
- Explain this is a third-party product not covered by our warranty
- Direct them to the original manufacturer for warranty support
- Provide manufacturer contact info if available